Proactive maintenance application

ABSTRACT

Methods and systems for proactively maintaining a telephone system local loop. One embodiment includes acquiring at least one type of information selected from information from a Dynamic Network Analyzer or information from a Loop Facilities and Control System. Another embodiment includes communicating with a communications network and acquiring at least one type of information selected from the group consisting of customer information associated with copper line pairs and service information associated with copper line pairs. Still another embodiment describes a system including software modules communicating with a communications network. Software modules include a Dynamic Network Analyzer module and a Loop Facilities and Control System module. A database interfaces with the Dynamic Network Analyzer module and with the Loop Facilities and Control System module. A processor is also included, and the processor is capable of processing information stored in the database and of generating proactive maintenance.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.09/726,751 filed Nov. 30, 2000, now U.S. Pat. No. 6,870,900 which claimsthe benefit of U.S. Provisional Patent Application No. 60,212,207, filedJun. 16, 2000, the contents of which are incorporated by referenceherein in their entirety.

NOTICE OF COPYRIGHT PROTECTION

A portion of the disclosure of this patent document and its figurescontain material subject to copyright protection. The copyright ownerhas no objection to the facsimile reproduction by anyone of the patentdocument or the patent disclosure, but otherwise reserves all copyrightswhatsoever.

BACKGROUND OF THE INVENTION

1. Field of the Invention

This invention generally relates to methods for predicting proactivemaintenance and, more particularly, to methods and systems forpredicting proactive maintenance of the Public Switched TelephoneNetwork.

2. Description of the Related Art

Most residential and business telephone customers are connected totelephone systems by copper cables and wires. These copper cables arethe familiar one or more telephone lines running throughout nearly everyhome in the United States. Because copper cable and wire connects eachhome, and many businesses, to the telephone system, the Public SwitchedTelephone Network is composed of billions of copper cables and wires.Each of these copper cables must be maintained to provide superiortelephone service to the customer.

Yet these copper cables and wires are known to deteriorate and todegrade service. Copper cable and wire suffers from exposure to ozone,summer heat, winter cold, and water. Copper cables and wires are oftenstrung from telephone poles, buried underground, and installed withinthe walls and floors of buildings. This environmental exposure is acutein older buildings and neighborhoods where the telephone lines wereinstalled twenty-five (25) to fifty (50) years ago. Copper cables andwires, in fact, are known to deteriorate at approximately twelve percent(12%) to fifteen percent (15%) per year. The public telephone system,with its billions of copper telephone lines, requires a structured,proactive maintenance plan to ensure telephone customers receive thehighest quality telephone service available in the market.

Telephone service providers, however, are challenged when monitoring andtracking proactive maintenance procedures. Currently proactivemaintenance is assigned, dispatched, and tracked in a manualenvironment. Management relies upon individual experience to determinewhen, and where, proactive maintenance is performed. Managementrecommends proactive maintenance, and management's recommendationfunnels down to supervisors. Supervisors manually write work ordersdescribing the proactive maintenance procedures. These work orders arethen assigned to field technicians. The field technician performs theproactive maintenance and then informs the supervisor. The supervisorcompletes a ticket describing the completed work order, and the ticketfunnels back up to management. This manual process is slower thandesired, and management would prefer a rapid response to customerrequests.

Individual experience and style also influence proactive maintenanceefforts. Some managers strongly believe in proactive maintenance. Othermanagers are less familiar with proactive maintenance. Telephonecustomers, as a result, often have differing experiences in quality andservice. Some managers know immediately what copper cables and wires areoperational and ready for customer use. Other managers have a backlog ofrepairs and require more time to learn what lines are functioning. Thisvaried management style reduces the ability of telephone companies toexecute a unified, customer service plan.

The manual environment also does not adequately prioritize proactivemaintenance. A manager may often have a backlog of proactive maintenancework order. This backlog may be assigned without a focus on the coreimportance of customer service. A technician, for example, may beassigned to paint a graffiti-covered crossconnect box, even though somecustomers are without telephone service. The manual environment tooeasily allows technician efforts to be mistakenly assigned tolower-priority repair work.

The manual environment also hampers bulk repair efforts. Because themanual environment does not collect and track repair work, managers andtechnicians have little knowledge of other repair efforts. Onetechnician may be dispatched to a location to repair a single coppercable, and the next day another technician may be dispatched to the samelocation to repair another copper cable. A single technician, however,could have repaired both copper cables in a single assignment. Bulkrepair is especially important when we remember there may be thousandsof copper cables branching from the crossconmect boxes. The manualenvironment hinders managers from assigning and tracking bulk coppercable repairs to avoid unnecessary labor costs.

The manual environment also inadequately measures technicianproficiency. Although some technicians can repair many copper cables ina few hours, other technicians may not be as efficient and may requiremore time. The manual environment simply counts the number of workorders a technician completed. The manual environment cannot monitorwhat really matters to internal customers; that is, the actual number ofcopper cables repaired by the technician. The manual environment, then,cannot monitor technician efficiency and cannot objectively measuretechnician performance. The manual environment fails to objectivelyreward technicians for their actual efforts.

There is, accordingly, a need in the art for methods and systems forpredicting proactive maintenance of the Public Switched TelephoneNetwork. These methods and systems will preferably monitor and trackproactive maintenance procedures, reduce the influence of erraticmanagement styles and beliefs, prioritize and assign bulk proactivemaintenance procedures, and objectively measure technician proficiency.

BRIEF SUMMARY OF THE INVENTION

The aforementioned problems are reduced by a Proactive MaintenanceApplication. The Proactive Maintenance Application comprises a systemthat may be implemented in a computer program. The Proactive MaintenanceApplication acquires information representing many differentdepartments, disciplines, and operations. The Proactive MaintenanceApplication, for example, may acquire one, or more, of the followingtypes of information: engineering information, customer information,maintenance information, service information, and even real-time processinformation. The Proactive Maintenance Application acquires informationand then combines the information to predict and to prioritize proactivemaintenance procedures. Once the Proactive Maintenance Applicationpredicts and prioritizes the proactive maintenance procedures, theProactive Maintenance Application may even have another feature thatcreates and dispatches work orders. These work orders describe theproactive maintenance procedures that should be performed. Still anotheroptional feature assigns the work orders to a particular technician. Thetechnician receives the work orders and performs the predicted proactivemaintenance procedures.

The Proactive Maintenance Application may be utilized for one or morefunctions. The Proactive Maintenance Application may monitor proactivemaintenance, may assign proactive maintenance, and may track proactivemaintenance. Because the Proactive Maintenance Application collectsinformation from various departments and operations, one advantage isthat the Proactive Maintenance Application provides a centralizeddatabase for proactive maintenance. The Proactive MaintenanceApplication may also be used to monitor the condition of equipment andfacilities and predict what proactive maintenance should be performed.The Proactive Maintenance Application may also generate work ordersdescribing the predicted proactive maintenance and then track theprogress and completion of the work order. The Proactive MaintenanceApplication may even automatically update the centralized database sothat management has a complete, accurate view of equipment andfacilities.

The Proactive Maintenance Application may also be utilized to assignproactive maintenance in bulk. Bulk repairs reduce labor costs andimprove revenue. Because the Proactive Maintenance Application monitorsinformation from many departments, the Proactive Maintenance Applicationcan assign a single technician to perform many overlapping repairs. TheProactive Maintenance Application can even identify what specializedskills and equipment will be needed to complete a repair and, onceidentified, assign those technicians that have the needed skills andequipment. The Proactive Maintenance Application may thus advantageouslyreduce labor costs by reducing redundant technician dispatches. Bulkrepairs also quickly provide more facilities for more customers and,thus, more revenue for the company.

It should be understood that the foregoing description of the ProactiveMaintenance Application system is intended to provide an overview of themany separate inventions encompassed therein. Each of the separateinventive features of the Proactive Maintenance Application system isdescribed in more detail below.

BRIEF DESCRIPTION OF THE SEVERAL VIEWS OF THE DRAWINGS

These and other features, aspects, and advantages of the mobilere-radiating antenna are better understood when the following DetailedDescription of the Invention is read with reference to the accompanyingdrawings, wherein:

FIG. 1 is a block diagram showing the Proactive Maintenance Applicationresiding in a computer system;

FIG. 2 is a block diagram of a communication network representing theoperating environment for the Proactive Maintenance Application;

FIG. 3 is a block diagram showing one embodiment of the ProactiveMaintenance Application;

FIGS. 4A and 4B are diagrams illustrating a local loop of the PublicSwitched Telephone Network;

FIG. 5 is a block diagram showing an alternative embodiment of theProactive Maintenance Application;

FIG. 6 is a block diagram of the Dynamic Network Analyzer Module 104shown in FIG. 5;

FIG. 7 is a block diagram of the Loop Facilities and Control SystemModule 106 shown in FIG. 5;

FIG. 8 is a functional block diagram of an alternate embodiment of theLoop Facilities and Control System Module 106 shown in FIG. 5;

FIG. 9 is a block diagram of the Loop Engineering Information Systemmodule 108 shown in FIG. 5;

FIG. 10 is a functional block diagram of the Technician Dispatch Module108 shown in FIG. 5;

FIG. 11 is a functional block diagram of an alternate embodiment of theTechnician Dispatch Module 108 shown in FIG. 5; and

FIG. 12 is a block diagram showing a non-limiting example of theProactive Maintenance Application.

DETAILED DESCRIPTION OF THE INVENTION

The present invention particularly relates to methods and systems forproactively maintaining a telephone system local loop. An embodiment ofthe present invention comprises acquiring at least one of loopengineering information from a Loop Engineering Information System,information from a Dynamic Network Analyzer, and information from a LoopFacilities and Control System. This information is stored in memory, andthe stored information is combined. The combined information may beweighted. This embodiment may also include predicting proactivemaintenance based upon the combined information. The embodiment maygenerate and dispatch work order information describing the predictedproactive maintenance.

Another embodiment of the present invention comprises communicating witha communications network and acquiring at least one of loop engineeringinformation, customer information associated with copper line pairs, andservice information associated with copper line pairs. The acquiredinformation is stored in memory and combined to predict proactivemaintenance of the telephone system local loop. The acquired informationmay be weighted when combined.

In another aspect a system of the present invention comprises softwaremodules communicating with a communications network. Some examples ofpossible software modules include: a Loop Engineering Information Systemmodule for communicating with the communications network and foracquiring loop engineering information, a Dynamic Network Analyzermodule for communicating with the communications network and foracquiring Dynamic Network Analyzer information; and a Loop Facilitiesand Control System module for communicating with the communicationsnetwork and acquiring Loop Facilities and Control System information. Adatabase may interface with the module(s), with the database storing theacquired information. The system may further comprise a processorcapable of processing information stored in the database and ofgenerating proactive maintenance.

Still another aspect describes computer program products for proactivelymaintaining a telephone system. One computer program product comprises acomputer-readable medium and a Dynamic Network Analyzer module stored onthe medium. The Dynamic Network Analyzer module couples to a DynamicNetwork Analyzer over a communications network, and the Dynamic NetworkAnalyzer module acquires information concerning the Dynamic NetworkAnalyzer. Another computer program product comprises a computer-readablemedium and a Loop Facilities and Control System module stored on themedium. The Loop Facilities and Control System module couples to a LoopFacilities and Control System over a communications network, the LoopFacilities and Control System module acquires information concerning theLoop Facilities and Control System. Still another computer programproduct comprises a computer-readable medium and a Loop EngineeringInformation System module stored on the medium. The Loop EngineeringInformation System module couples to a Loop Engineering InformationSystem over a communications network, and the Loop EngineeringInformation System module acquires loop engineering information.

“Proactive maintenance” predicts what maintenance procedures should beperformed to avoid later, catastrophic equipment failures. The objectiveis to predict and perform equipment maintenance before the equipmentactually begins to fail. The systems and methods described herein can beutilized to acquire information representing many different departments,disciplines, and operations. All this information may then be used topredict the early stages of equipment failure. The systems and methodsthus allow engineers and field technicians to correct early-stagefailures before the normal progression of failure starts. The systemsand methods of the present invention may advantageously be used todetermine the need for equipment repair, or for equipment replacement,in time to avoid more catastrophic equipment failures.

FIGS. 1 and 2 depict a possible operating environment for an embodimentof the present invention in computer software. This embodiment of aProactive Maintenance Application 20 comprises a computer program thatacquires information and predicts proactive maintenance. As thoseskilled in the art of computer programming recognize, computer programsare depicted as process and symbolic representations of computeroperations. Computer components, such as a central processor, memorydevices, and display devices, execute these computer operations. Thecomputer operations include manipulation of data bits by the centralprocessor, and the memory devices maintain the data bits in datastructures. The process and symbolic representations are understood, bythose skilled in the art of computer programming, to convey thediscoveries in the art.

FIG. 1 is a block diagram showing the Proactive Maintenance Application20 residing in a computer system 22. The Proactive MaintenanceApplication 20 may be stored within a system memory device 24. Thecomputer system 22 also has a central processor 26 executing anoperating system 28. The operating system 28 also resides within thesystem memory device 24. The operating system 28 has a set ofinstructions that control the internal functions of the computer system22. A system bus 30 communicates signals, such as data signals, controlsignals, and address signals, between the central processor 26, thesystem memory device 24, and at least one peripheral port 32. While thecomputer system 22 is a Hewlett Packard 9000, those skilled in the artunderstand that the program, processes, methods, and systems describedin this patent are not limited to any particular computer system orcomputer hardware.

Those skilled in art also understand the central processor 26 istypically a microprocessor. Advanced Micro Devices, Inc., for example,manufactures a full line of ATHLON™ microprocessors (ATHLON™ is atrademark of Advanced Micro Devices, Inc., One AMD Place, P.O. Box 3453,Sunnyvale, Calif. 94088-3453, 408.732.2400, 800.538.8450). The IntelCorporation also manufactures a family of X86 and P86 microprocessors(Intel Corporation, 2200 Mission College Blvd., Santa Clara, Calif.95052-8119, 408.765.8080). Other manufacturers also offermicroprocessors. Such other manufacturers include Motorola, Inc. (1303East Algonquin Road, P.O. Box A3309 Schaumburg, Ill. 60196),International Business Machines Corp. (New Orchard Road, Armonk, N.Y.10504, (914) 499-1900), and Transmeta Corp. (3940 Freedom Circle, SantaClara, Calif. 95054). While only one microprocessor is shown, thoseskilled in the art also recognize multiple processors may be utilized.Those skilled in the art further understand that the program, processes,methods, and systems described in this patent are not limited to anyparticular manufacturer's central processor.

The system memory 24 also contains an application program 34 and a BasicInput/Output System (BIOS) program 36. The application program 34cooperates with the operating system 28 and with the at least oneperipheral port 32 to provide a Graphical User 30 Interface (GUI) 38.The Graphical User Interface 38 is typically a combination of signalscommunicated along a keyboard port 40, a monitor port 42, a mouse port44, and one or more drive ports 46. The Basic Input/Output System 36, asis well known in the art, interprets requests from the operating system28. The Basic Input/Output System 36 then interfaces with the keyboardport 40, the monitor port 42, the mouse port 44, and the drive ports 46to execute the request.

The operating system 28 is WINDOWS NT® (WINDOWS NT® is a registeredtrademark of Microsoft Corporation, One Microsoft Way, Redmond Wash.98052-6399, 425.882.8080). WINDOWS NT® is preinstalled in the systemmemory device 24 on the Hewlett Packard 500. Those skilled in the artalso recognize many other operating systems are suitable, such as UNIX®(UNIX® is a registered trademark of the Open Source Group), Linux, andMac® OS (Mac® is a registered trademark of Apple Computer, Inc., 1Infinite Loop, Cupertino, Calif. 95014, 408.996.1010). Those skilled inthe art again understand that the program, processes, methods, andsystems described in this patent are not limited to any particularoperating system.

FIG. 2 is a block diagram of a communications network 48. Thiscommunications network 48 further represents an operating environmentfor the Proactive Maintenance Application (shown as reference numeral 20in FIG. 1). The Proactive Maintenance Application resides within thememory storage device (shown as reference numeral 24 in FIG. 1) in thecomputer system 22. The computer system 22 is conveniently shown as acomputer server 50 representing the Hewlett Packard 500. The computersystem 22 communicates with a Local Area Network (LAN) 52 along one ormore data communication lines 54. As those skilled in the art have longunderstood, the Local Area Network 52 is a grid of communication linesthrough which information is shared between multiple nodes. Thesemultiple nodes are conventionally described as network computers. Asthose skilled in the art also recognize, the Local Area Network 52 mayitself communicate with a Wide Area Network (WAN) 56. The communicationsnetwork 48 allows the Proactive Maintenance Application to request andacquire information from many computers connected to the Local AreaNetwork 52 and the Wide Area Network 56. The communications network 48may even communicate with a globally distributed computing network.

As FIG. 2 shows, the Proactive Maintenance Application requests andacquires information from many other computers connected to thecommunications network 48. The Proactive Maintenance Application, forexample, acquires information from a switching computer 58 locatedwithin at a telephone system's central office. The Proactive MaintenanceApplication could also acquire information from an engineering computer60 at an engineering facility. FIG. 2 even shows that remote users, suchas field technicians, may use a portable computer 62 to dial into thecommunications network 48 and remotely access the Proactive MaintenanceApplication. Because many computers may be connected to thecommunications network 48, computers and computers users may share andcommunicate a vast amount of information.

FIG. 3 is a block diagram showing one embodiment of the ProactiveMaintenance Application 20. The Proactive Maintenance Application 20 isa computer program platform that acquires information from thecommunications network (shown as reference numeral 48 in FIG. 2) anduses this information to predict proactive maintenance procedures. AsFIG. 3 illustrates, the Proactive Maintenance Application 20 may acquireinformation representing many different departments, disciplines, andoperations. The Proactive Maintenance Application 20, for example, mayacquire one or more of the following information types: engineeringinformation 64, customer information 66, maintenance information 68,service information 70, and even real-time process information 72. TheProactive Maintenance Application 20 acquires this information andstores this information in a Proactive Maintenance Application Database74. The Proactive Maintenance Application 20 then combines the acquiredinformation, for example, the engineering information 64, customerinformation 66, maintenance information 68, service information 70,and/or real-time process information 72, to predict and to prioritizeproactive maintenance procedures. The Proactive Maintenance Application20 may further assign weights to each source of information to increaseor decrease the influence of either combined component.

The engineering information 64 may represent various engineeringactivities. The engineering information 64, for example, could representcomponent or system durability test results, model shop equipmenterrors, or CAD/CAM dimensions and/or tolerances. The engineeringinformation 64 may also represent component or system performance data,material specifications, or even government regulations. Anyengineering-type information that could be used to predict proactivemaintenance is considered within the ambit of the engineeringinformation 64.

The customer information 66 may represent various customer activities.The customer information 66, for example, may represent actual customerpurchasing preferences, marketing data, or customer product or processimprovement suggestions. The customer information 66 may also representcustomer demographic data, customer order information, or even customerprofiles. Any customer-type information that could be used to predictproactive maintenance is considered within the ambit of the customerinformation 66.

The maintenance information 68 may represent various maintenanceactivities. The maintenance information 68, for example, may representcomponent replacement history, system or process performance history, orequipment repair history. The maintenance information 68 may alsorepresent process measurement data, statistical process control data,maintenance logs, and even technician data. Any maintenance-typeinformation that could be used to predict proactive maintenance isconsidered within the ambit of the maintenance information 68.

The service information 70 may represent various service activities. Theservice information 70, for example, may represent warranty information,unique or special service tooling information, limitations encounteredduring service repairs, or obstacles encountered during service repairs.The service information 70 may also represent field conditions (e.g.,temperature, humidity, dust, and dirt), availability of originalequipment manufacture (OEM) service parts, or even failure data. Anyservice-type information that could be used to predict proactivemaintenance is considered within the ambit of the service information70.

The real-time process information 72 may represent various processactivities. The real-time process information 72, for example, mayrepresent equipment wear indicators, gauge data, or process data (e.g.,mold temperature data, cleaning/washing fluid turbidity data, or machinespeed data). The real-time process information 72 may also representre-work information, shift production data, or even line shut-downindicators. Any process-type information that could be used to predictproactive maintenance is considered within the ambit of the real-timeprocess information 72.

The Proactive Maintenance Application 20 may even dispatch work orders.Once the Proactive Maintenance Application 20 predicts and prioritizesthe proactive maintenance procedures, the Proactive MaintenanceApplication 20 then interfaces with a technician dispatch system 76 tocreate and dispatch work orders. These work orders describe theproactive maintenance procedures that should be performed. The ProactiveMaintenance Application 20 may even assign the work orders to aparticular technician. The technician receives the work orders andperforms the predicted proactive maintenance procedures.

Those skilled and even unskilled in the art recognize the ProactiveMaintenance Application 20 is applicable to many different environments,industries, and processes. The Proactive Maintenance Application 20 isespecially applicable to the Public Switched Telephone Network. ThePublic Switched Telephone Network (PSTN) is composed of many switchesand thousands of copper cables, copper wires, and fiber optic cables.These copper and fiber optic cables are often buried underground, strungfrom telephone poles, and tucked within the walls of buildings. Becausethese cables may deteriorate at approximately twelve percent (12%) tofifteen percent (15%) per year, the local telephone carrier needs toproactively maintain the system to provide quality telephone service. Ifthe system is not adequately maintained, customer complaints increase,quality suffers, and costs increase.

Another reason to implement the Proactive Maintenance Application islocal telephone competition. Where local telephone service was once amonopoly, competition is now coming to the local arena. There will be amix of copper cables, trunks, switches, and services provided by eachlocal carrier. See ROBERT A. GABLE, TELECOMMUNICATIONS DEPARTMENTMANAGEMENT 232 (1999). Perhaps the most challenging aspect of this localcompetition is managing the local telephone system. See id. Localtelephone service providers must maintain a meticulously accuratedatabase of their respective cables and switches. No telephone companycan afford to repair and maintain another company's cables and switches.The Proactive Maintenance Application 20 could improve a local serviceprovider's competitive position by mechanizing maintenance procedures.

FIGS. 4A and 4B illustrate the need for proactive maintenance of thePublic Switched Telephone Network. FIG. 4A is a diagram illustrating alocal loop 78 of the Public Switched Telephone Network. The local loop78 is the physical infrastructure that routes telephone calls betweencustomers. A residential telephone customer, for example, places a callusing terminal equipment 80 located inside a house 82. While FIG. 4Ashows the terminal equipment 80 as a common telephone, the terminalequipment 80 could alternatively be a facsimile machine, personalcomputer modem, or other similar equipment. The terminal equipment 80converts sound into electrical signals. The electrical signals travelalong a copper line pair 84 to a small cross-connect 86. The smallcross-connect 86 is shown located atop a utility pole 88, but the smallcross-connect 86 could be located at ground level in newerinstallations. A distribution cable 90 carries the electrical signalsfrom the small cross connect 86 to a large cross-connect 92. A feedercable 94 carries the electrical signals to a central office 96. Insidethe central office is a main frame switch 98. The main frame switch 98routes the electrical signals to the proper destination. See RICHARD A.THOMPSON, TELEPHONE SWITCHING SYSTEMS 71–72 (2000).

FIG. 4B shows the central office 96 may serve multiple local loops.While FIG. 4A shows only one (1) feeder cable 94, FIG. 4B shows that thecentral office 96 may serve multiple feeder cables. Each feeder cable 94may carry thousands of copper line pairs to each respective largecross-connect 92. Each feeder cable 94, therefore, serves a differentpart of the community. Each large cross-connect 92, in turn, may serveas a distribution point for many small cross-connects 86. Each smallcross-connect 86, in turn, serves many residential households 82. Theremay, in turn, be multiple central offices, with each central office 96connected by a trunk line 100. See THOMPSON, supra, at 71. Thecomplexity of the Public Switched Telephone Network is further magnifiedknowing there are approximately forty thousand (40,000) central officeslocated throughout the United States. See THOMPSON, supra, at 95. Such acomplex system, with billions of copper line pairs and fiber opticcables, requires a meticulously detailed, logical, and simplemaintenance system to ensure quality telephone service.

The Proactive Maintenance Application 20, therefore, is very useful forproactively maintaining the local loops of Public Switched TelephoneNetwork. FIG. 5 is a block diagram showing an alternative embodimentconfigured for proactively maintaining the local loop (shown asreference numeral 78 in FIG. 4A). The Proactive Maintenance ApplicationDatabase 74 interfaces with one or more data sources to predict anyneeded proactive maintenance. These data interfaces include anAdministrative Module 102, a Dynamic Network Analyzer Module 104, a LoopFacilities and Control System Module 106, a Loop Engineering InformationSystem Module 108, and a Technician Dispatch Module 110. The ProactiveMaintenance Application Database 74, in addition, acceptsmanually-entered supervisor data 114 and manually-entered techniciandata 116. Each interface and data input provides information forpredicting proactive maintenance procedures. The Proactive MaintenanceApplication Database 74 acquires and combines this information. TheProactive Maintenance Application Database 74 predicts, based upon thecombined information, what proactive maintenance procedures should beperformed to maintain the local loop. The Proactive MaintenanceApplication Database 74 prioritizes these proactive maintenanceprocedures. The Proactive Maintenance Application Database 74 theninterfaces with the Technician Dispatch Module 110 to generate and todispatch proactive maintenance work orders. These proactive maintenancework orders are assigned to field service technicians, and the fieldservice technicians perform the predicted proactive maintenanceprocedures.

The Proactive Maintenance Application 20 may also track the status ofwork orders. Not only does the Proactive Maintenance Application 20prioritize work orders, but the Proactive Maintenance Application 20also receives progress updates. Users of the Proactive MaintenanceApplication 20 can learn the date a work order was (or will be)dispatched, the name of any assigned field technician, and whether thefield technician has completed the work order. The field technician mayeven update the Proactive Maintenance Application 20 with progressreports, estimated completion time and date, any needed equipment, orany required support. The Proactive Maintenance Application 20 thusprovides a common repository or database of pending and assigned workorders for all users to access and use.

The Proactive Maintenance Application 20 may also provide historicalwork order information. Because the Proactive Maintenance Application 20stores all generated work orders, the Proactive Maintenance Application20 provides an easy and quick access to historical work orderinformation. The Proactive Maintenance Application 20, for example,could be searched to learn how many times a particular crossconnect hasbeen serviced, how frequently a particular customer's line has beenrepaired, or what areas are especially prone to repair. This historicalinformation enables the Proactive Maintenance Application 20, and theusers of Proactive Maintenance Application 20, to improve proactivemaintenance and to thus improve telephone service.

The Proactive Maintenance Application 20 may be physically embodied onor in a computer-readable medium. This computer-readable medium includesCD-ROM, DVD, tape, cassette, floppy disk, memory card, and alarge-capacity disk (such as IOMEGA®, ZIP®, JAZZ®, and otherlarge-capacity memory products) (IOMEGA®, ZIP®, and JAZZ® are registeredtrademarks of Iomega Corporation, 1821 W. Iomega Way, Roy, Utah 84067,801.332.1000). This computer-readable medium, or media, could bedistributed to end-users, licensees, and assignees. These types ofcomputer readable media, and other types not mentioned here butconsidered within the scope of the present invention, allow theProactive Maintenance Application to be easily disseminated.

The Administrative Module 102

The Administrative Module 102 provides system administration. A systemsadministrator uses the Administrative Module 102 to maintain and tomanage the Proactive Maintenance Application 20. The systemsadministrator can use the Administrative Module 102 to establish anddefine many parameters that the Proactive Maintenance Application 20requires. The Administrative Module 102, for example, defines the usersof the Proactive Maintenance Application 20, their passwords, and whatprivileges each user will have. The Administrative Module 102 may alsobe used to define security levels for accessing the ProactiveMaintenance Application 20. One level of security, for example, may beestablished for those users accessing the Proactive MaintenanceApplication 20 from outside a network firewall. Another level ofsecurity could be established for those users accessing from within thenetwork firewall. The Administrative Module 102 may also be used to addor remove printer destinations or even edit printer information. Fieldsupervisors may also use the Administrative Module 102 to identify fieldservice technicians who will be assigned proactive maintenance workorders. The Administrative Module 102, in short, manages the ProactiveMaintenance Application 20 and pre-populates any administrative daterequired by other interfaces.

The Dynamic Network Analyzer Module 104

FIG. 6 is a block diagram of the Dynamic Network Analyzer Module 104shown in FIG. 5. The Dynamic Network Analyzer Module 104 provideshistorical information to the Proactive Maintenance Application Database74. The Dynamic Network Analyzer Module 104 communicates with thecommunications network (shown as reference numeral 48 in FIG. 2) andacquires Dynamic Network Analyzer information 118 from a Dynamic NetworkAnalyzer 120. The Dynamic Network Analyzer 120 is a software applicationthat counts all customer trouble reports since a specific work order wasissued or completed. These trouble reports, commonly referred to asTrouble Since Issued (TSI) reports, are utilized to re-prioritize openwork orders on a daily basis. Each Trouble Since Issued report isassociated with a particular feeder cable (shown as reference numeral 94in FIGS. 4A and 4B) and a particular copper line pair within that feedercable. The Dynamic Network Analyzer 120, for example, is typically runevery week. The Dynamic Network Analyzer 120 generates a listing of whatmaintenance needs to be done based upon trouble history from customertrouble reports. The Dynamic Network Analyzer Module 104 communicateswith the communications network and acquires the Dynamic NetworkAnalyzer information 118 as an ASCII file. The Proactive MaintenanceApplication Database 74 acquires this ASCII file to create andprioritize maintenance work orders. The Proactive MaintenanceApplication Database 74 then interfaces with the Technician DispatchModule 108 to generate and dispatch proactive maintenance work orders.

The Loop Facilities and Control System Module 106

FIG. 7 is a block diagram of the Loop Facilities and Control SystemModule 106 shown in FIG. 5. The Loop Facilities and Control SystemModule 106 communicates with the communications network (shown asreference numeral 48 in FIG. 2) and acquires Pending Service OrderInformation 122 from a Loop Facilities and Control System 124. The LoopFacilities and Control System 124 maintains an engineering database ofpending service orders. The Loop Facilities and Control System 124provides the status of each copper line pair in a specified feeder cable(shown as reference numeral 94 in FIGS. 4A and 4B) associated withpending service orders. Pending service orders are conventionallywritten up manually and distributed from management down to thetechnician. This conventional distribution process is extremely slow,often requiring several weeks. The Loop Facilities and Control SystemModule 106, however, acquires the pending service order information 122and merges the pending service order information 122 into a proactivemaintenance work order. The Proactive Maintenance Application Database74 then interfaces with the Technician Dispatch Module 110 to generateand dispatch proactive maintenance work orders. The field technician cancomplete both a proactive maintenance work order and a pending serviceorder. The Proactive Maintenance Application 20 thus eliminates themanual paper trail and eliminates the very slow conventional process.

The Proactive Maintenance Application 20 also permits the techniciansupervisor to immediately update the Loop Facilities and Control System124. Once the technician supervisor assigns a particular technician, thetechnician supervisor can email the pending service order information122 directly to the field technician. The technician supervisor couldalternatively generate the pending service order information 122 to thefield technician's computer printer. The field technician receives thepending service order information 122, completes the service order, andreturns the completed service order to the technician supervisor. Thetechnician supervisor can then immediately log into the ProactiveMaintenance Application 20 and manually update the system with thecompleted service order. This manually-entered supervisor data 114 isacquired by the Proactive Maintenance Application 20. The ProactiveMaintenance Application 20 immediately communicates completed serviceorder information 126 to the Loop Facilities and Control System Module106. The Loop Facilities and Control System Module 106 communicates thiscompleted service order information 126 to the Loop Facilities andControl System 124. The Loop Facilities and Control System 124 isimmediately and automatically updated with any completed service orders.

The Proactive Maintenance Application 20 is a great improvement. Pendingservice orders with clear defective pairs were previously manuallywritten and distributed from management down to the technician. Anypending service order could take weeks to funnel from central managementdown to the actual field technician. The Proactive MaintenanceApplication 20, however, compresses the time to complete a pendingservice order. The Proactive Maintenance Application 20 can now issue apending service order in minutes. The Proactive Maintenance Application20 also immediately and automatically updates the Loop Facilities andControl System 124 database of pending service orders. Thus whenever apending service order is completed, the local telephone service providerknows within 20 minutes that a copper line pair is available for use.The now-available copper line pair is ready to provide telephone serviceand to generate revenue for the local telephone service provider. TheProactive Maintenance Application 20, therefore, reduces service orderresponse times, improves utilization of copper line pairs, and increasesoperational revenues.

FIG. 8 is a functional block diagram of an alternate embodiment of theLoop Facilities and Control System Module 106 shown in FIG. 5. Thisalternate embodiment allows the field technician to log onto into theProactive Maintenance Application 20 and manually update the ProactiveMaintenance Application 20 with a completed service order. Thismanually-entered technician data 116 is acquired by the ProactiveMaintenance Application Database 74. The Proactive MaintenanceApplication Database 74 immediately passes the completed service orderinformation 126 to the Loop Facilities and Control System Module 106.The Loop Facilities and Control System Module 106 sends this completedservice order information 126 to the Loop Facilities and Control System124. This embodiment allows the field technician to update the LoopFacilities and Control System 124 without supervisor effort.

The Loop Engineering Information System Module 108

FIG. 9 is a functional block diagram of the Loop Engineering InformationSystem Module 108 shown in FIG. 5. The Loop Engineering InformationSystem Module 108 communicates with the communications network (shown asreference numeral 48 in FIG. 2) and acquires loop engineeringinformation 128 from a Loop Engineering Information System 130. The LoopEngineering Information System 130 is a network of computers thatmonitor the cross-connect (shown as reference numeral 86 in FIGS. 4A and4B) and the local loop (shown as reference numeral 78 in FIG. 4A). TheLoop Engineering Information System Module 108 provides historicalgrowth for each cross-connect. The loop engineering information 128 mayinclude the number of spare, working, and defective copper line pairsfor each cross-connect. The loop engineering information 128 may alsoinclude loop facility modification data, specifically wired-out limits,and service order defective facility modes (e.g., service order defects)for specific cable and line pairs. The Loop Engineering InformationSystem Module 108 acquires the loop engineering information 128, and theProactive Maintenance Application uses the loop engineering information128 to create and to prioritize maintenance work orders. The ProactiveMaintenance Application Database 74 then interfaces with the TechnicianDispatch Module 110 to generate and dispatch proactive maintenance workorders.

The Technician Dispatch Module 110

FIG. 10 is a functional block diagram of the Technician Dispatch Module110 shown in FIG. 5. The Technician Dispatch Module 110 not onlydispatches proactive maintenance work orders, but the TechnicianDispatch Module 110 also tracks field technician proficiencies. Once theProactive Maintenance Application 20 generates a proactive maintenancework order, the Technician Dispatch Module 110 acquires generatedproactive maintenance work order information 132 representing thegenerated proactive maintenance work order. The Technician DispatchModule 110 communicates the generated proactive maintenance work orderinformation 132 to a Loop Maintenance Operating System 134. The LoopMaintenance Operating System 134 communicates the generated proactivemaintenance work order information 132 to a Tech Access System 136. TheTech Access System 136 is one component of the TELCORDIA™ Work and ForceManagement Suite of products (TELCORDIA™ is a trademark claimed byTelcordia Technologies, Inc., 445 South St., Morristown, N.J. 07960USA). The Tech Access System 136 dispatches a work order describing thegenerated proactive maintenance work order information 132. TheTechnician Dispatch Module 110, in turn, retrieves and communicates workorder information 138 from the Loop Maintenance Operating System 134 tothe Proactive Maintenance Application Database 74, with the work orderinformation 138 representing a work order ticket number. The TechnicianDispatch Module 110 may also retrieve and communicate hourly updateinformation 140 from the Loop Maintenance Operating System 134 to theProactive Maintenance Application Database 74. The hourly updateinformation 140 represents the status of each work order ticket number.

FIG. 11 is a functional block diagram of an alternative embodiment ofthe Technician Dispatch Module 110 shown in FIG. 5. This alternativeembodiment allows the Technician Dispatch Module 110 to directlyinterface with the Tech Access System 136. The Technician DispatchModule 110 communicates the generated proactive maintenance work orderinformation 132 to the Tech Access System 136. The Tech Access System136 dispatches a work order describing the generated proactivemaintenance work order information 132. The Technician Dispatch Module110, in turn, retrieves and communicates the work order information 138to the Proactive Maintenance Application Database 74. The Tech AccessSystem 136 also communicates the hourly update information 140 on thestatus of each work order ticket number.

EXAMPLE

The Proactive Maintenance Application 20 is further illustrated by thefollowing non-limiting example. FIG. 11 is a block diagram showing thisparticular non-limiting example is further configured for proactivelymaintaining the local loop (shown as reference numeral 78 in FIG. 4A).This non-limiting example is similar to that shown in FIG. 5, however,this example allows the Proactive Maintenance Application Database 74 tobe accessed by several user groups. These user groups include aProactive Analysis and Repair Center 142, a Facilities Analysis andPlanning Center 144, a Service Advocate Center 146, a Work ManagementCenter 148, an Address Facilities Inventory Group 150, and Outside PlantEngineers 152. These user groups have authority to access some or allinformation stored in the Proactive Maintenance Application Database 74.Some user groups may even have authority to alter information stored inthe Proactive Maintenance Application Database 74. The ProactiveAnalysis and Repair Center 142, for example, has authority to alter theDynamic Network Analyzer information (shown as reference numeral 118 inFIG. 6). The Facilities Analysis and Planning Center 144, likewise, hasauthority to assign in bulk any repairs to copper line pairs. TheSystems Administrator may authorize as many groups as desired to accessand even alter information stored in the Proactive MaintenanceApplication 20. The Proactive Maintenance Application 20 thus allowsdedicated groups to monitor corporate-wide proactive maintenance. Thiscorporate-wide monitoring ensures the local loop is proactively anduniformly maintained in all states and regions.

Once information is acquired and stored in the Proactive MaintenanceApplication Database 74, the Proactive Maintenance Application 20prioritizes proactive maintenance procedures. The Proactive MaintenanceApplication 20 uses weighted formulas to prioritize proactivemaintenance work orders. The weighted formulas predict proactivemaintenance for Predictor indications, copper line pair changes, predictproactive maintenance for Dynamic Network Analyzer work orders, andpredict proactive maintenance bulk copper line pair recovery. Thefollowing paragraphs describe each formula and its associated terms.

A weighted formula for predicting proactive maintenance using Predictortrends is first described. As those of ordinary skill recognize,Predictor is a computer program that collects nightly switchinformation. A Predictor module communicates with the communicationsnetwork and acquires this nightly switch information. The ProactiveMaintenance Application uses this nightly switch information to predictproactive maintenance based upon the Predictor trends. The nightlyswitch information may also be used by the Dynamic Network Analyzermodule to predict proactive maintenance and to indicate TSI's since awork order was created and dispatched. The formula $\frac{\begin{matrix}{{W_{1}({FEFO})} + {W_{2}({FEF1})} +} \\{{W_{3}\left( {{number}\mspace{20mu}{of}\mspace{14mu}{defective}\mspace{14mu}{line}\mspace{14mu}{pairs}} \right)} +} \\{{W_{4}({FEFOSI})} + {W_{5}({FEF1SI})}}\end{matrix}}{\left( {{Time}\mspace{14mu}{per}\mspace{14mu}{task}\mspace{20mu}{for}\mspace{14mu}{Predictor}\mspace{20mu}{package}} \right)}$has both weighting variables and terms. The weighting variables are W₁,W₂, W₃, W₄, and W₅, while the terms are FEFO, FEF1, FEFOSI, and FEF1SI.The terms “number of defective line pairs” and “Time per task forPredictor packages” are self-evident to those of ordinary skill and willnot be further described. The weighting variables will be later shownand described in a table.

As those of ordinary skill recognize, the terms are common telephonydisposition codes. FEFO, for example, indicates a foreign electromotiveforce was found on the customer's line. A foreign electromotive forcemay be discovered during a mechanized loop test. FEF1 indicates abattery is present on the F1 facility or the facilities leaving thecentral office. FEFOSI indicates a foreign electromotive force since awork order was issued. FEF1SI, likewise, indicates a battery is presentsince a work order was issued.

A weighted formula for predicting copper line pair changes is nextdescribed.The formula is$\frac{A + B}{{Time}\mspace{14mu}{per}\mspace{20mu}{task}\mspace{14mu}{for}\mspace{20mu} a\mspace{14mu}{pair}\mspace{14mu}{change}}$whereA=W ₆(Code 4)+W ₇(Code 7)+W ₈(Code 9)+W ₉(Predictor) andB=W ₁₀(number of defective line pairs)+W ₁₁(TSI 4)+W ₁₂(TSI 7)+W ₁₃(TSI9).

The formula, as above, has both weighting variables and terms. Theweighting variables are W₆, W₇, W₈, W₁₁, W₁₂, and W₁₃, while the termsare Code 4, Code 7, Code 9, TSI4, TSI7, and TSI9. The terms “number ofdefective line pairs” and “time per task for a pair change” areself-evident to those of ordinary skill and will not be furtherdescribed. The weighting variables will be later shown and described ina table.

The terms, again, are common telephony disposition codes. Code 4 appliesto all troubles found in cables, cable terminals, amplifiers, line wire,load coils and protection, field-located concentrators, field-locatedcarrier equipment, and field-located loop electronics. Code 4 alsoincludes trouble reports resulting from a failure of the outside localloop equipment. Code 7 applies to those trouble reports that are testedand verified without dispatching a field technician. Code 7 indicates atrouble report was tested/retested and verified as corrected, eithermanually or mechanically, so no dispatch is required. Code 7 wouldinclude customers who verify their equipment is properly working beforea mechanical or manual test is conducted. Code 9 applies when adispatched field technician cannot locate a root cause of the trouble.Code 9 includes trouble reports referred first to central office forces,but subsequently, dispatched to outside forces.

As those of ordinary skill also understand, the TSI terms indicateTrouble Since Issued (hence “TSI”) dispositions. The Trouble SinceIssued dispositions (as previously explained with reference to FIG. 6)applies to trouble received after the proactive maintenance work ordershave been developed, but, not dispatched. TSI4, for example, indicatesCode 4 trouble was received after the proactive maintenance work orderwas predicted. TSI7 and TSI9, similarly, indicate Code 7 trouble or Code9 trouble, respectively, was received.

A weighted formula for predicting Dynamic Network Analyzer proactivemaintenance is next described. The formula is$\frac{C + D}{\begin{matrix}{{Time}\mspace{14mu}{per}\mspace{20mu}{task}\mspace{20mu}{for}\mspace{20mu}{Dynamic}} \\{{Network}\mspace{14mu}{Analyzer}\mspace{14mu}{work}\mspace{14mu}{order}}\end{matrix}}$whereC=W ₁₄(Code 4)+W ₁₅(Code 7)+W ₁₆(Code 9)+W ₁₇(Predictor) andD=W ₁₈(number of defective line pairs)+W ₁₉(TSI 4)+W ₂₀(TSI 7)+W ₂₁(TSI9).

The terms Code 4, Code 7, Code 9, TSI4, TSI7, and TSI9 are the same asdescribed above. The terms “number of defective line pairs” and “timeper task for Dynamic Network Analyzer work order” are self-evident tothose of ordinary skill and will not be further described. The weightingvariables will be later shown and described in a table.

A weighted formula for predicting bulk copper line pair recovery is nextdescribed. The formula is$\frac{W_{22}\mspace{14mu}({growth})\mspace{11mu}\left( {{number}\mspace{14mu}{of}\mspace{20mu}{defective}\mspace{14mu}{line}\mspace{14mu}{pairs}} \right)}{\begin{matrix}\left( {{number}\mspace{14mu}{of}\mspace{14mu}{spare}\mspace{14mu}{line}\mspace{20mu}{pairs}} \right) \\\left( {{time}\mspace{14mu}{per}\mspace{20mu}{task}\mspace{14mu}{for}\mspace{14mu}{bulk}\mspace{20mu}{pair}\mspace{20mu}{recovery}} \right)\end{matrix}}$

The term “growth” is the increase in loop activity created by requestsfor new service and for new customers. The terms “number of defectiveline pairs,” “number of spare line pairs,” and “time per task for bulkpair recovery” are again self-evident to those of ordinary skill andwill not be further described. The weighting variables are shown anddescribed below.

The weighting variables are chosen based upon field experience. As thoseof ordinary skill recognize, the weighting variables are used to adjustpredicted results. The predicted results are compared with actual fieldresults. The weighting variables are then adjusted until the predictedresults closely approximate actual field results. As those of ordinaryskill also recognize, the weighting variables may be continually refinedto improve predicted work order results. The table below shows thevalues of the weighting variables used in the non-limiting example.These weighting variables were selected based upon the actual results of170 predicted work orders.

Weighting Variable Value W₁ 0.89 W₂ 0.50 W₃ 5.90 W₄ 0.89 W₅ 0.50 W₆ 0.24W₇ 0.24 W₈ 0.24 W₉ 9.20 W₁₀ 1.60 W₁₁ 0.54 W₁₂ 0.24 W₁₃ 0.24 W₁₄ 0.18 W₁₅0.18 W₁₆ 0.45 W₁₇ 13.4 W₁₈ 0.18 W₁₉ 0.90 W₂₀ 0.18 W₂₁ 0.45 W₂₂ 0.08

While the present invention has been described with respect to variousfeatures, aspects, and embodiments, those skilled and unskilled in theart will recognize the invention is not so limited. Other variations,modifications, and alternative embodiments may be made without departingfrom the spirit and scope of the present invention.

1. A method for proactively maintaining a telephone system local loop,the method comprising: acquiring at least one type of information;storing the acquired information; combining the stored information;predicting proactive maintenance based upon the combined information;receiving a pending service order information; merging the pendingservice order information into the predicted proactive maintenance;generating work order information describing the predicted proactivemaintenance and the merged pending service order information; anddispatching the work order information to a field technician; whereinthe technician automatically and remotely updates the work orderinformation with completed service order information.
 2. A method forproactively maintaining a telephone system local loop according to claim1, wherein the step of combining the stored information further includesweighting the information form a first source.
 3. A method forproactively maintaining a telephone system local loop according to claim1, wherein the step of combining the stored information further includesweighting the information from a second source.
 4. A method forproactively maintaining a telephone system local loop according to claim1, wherein the method further comprises interfacing with a techniciandispatch system to dispatch the work order information to the fieldtechnician.
 5. A method for proactively maintaining a telephone systemlocal loop according to claim 1, wherein the method further comprisesinterfacing with a technician access system to dispatch the work orderinformation to the field technician.
 6. A method for proactivelymaintaining a telephone system local loop according to claim 1, whereinthe method further comprises interfacing with a maintenance system todispatch the work order information to the field technician.
 7. A methodfor proactively maintaining a telephone system local loop according toclaim 1, wherein the method further comprises acquiring updateinformation from a maintenance system.
 8. A method for proactivelymaintaining a telephone system local loop according to claim 1, whereinthe method further comprises acquiring the work order information from amaintenance system.
 9. A method for proactively maintaining a telephonesystem local loop according to claim 1, wherein the predicted proactivemaintenance is weighted with a first set of weights and the storedinformation is weighted with a second set of weights different than thefirst set of weights.
 10. A method for proactively maintaining atelephone system local loop according to claim 1, wherein the acquiredinformation is at least one of customer information associated withcopper line pairs, service information associated with the copper linepairs, and information associated with cross-connects.
 11. A method forproactively maintaining a telephone system local loop according to claim10, wherein combining the stored information further includes weightingthe customer information.
 12. A method for proactively maintaining atelephone system local loop according to claim 10, wherein combining thestored information further includes weighting the service information.13. A system for predicting proactive maintenance of a telephone systemlocal loop, the system comprising: at least one module communicatingwith a communications network and acquiring information; a databasestored in memory, the database storing the acquired information; and aprocessor capable of processing information stored in the database andof generating proactive maintenance, the processor further merging apending service order information into the generated proactivemaintenance; wherein work order information describing the proactivemaintenance and the merged pending service order information isdispatched to a field technician, and the technician automatically andremotely updates the work order information with completed service orderinformation.
 14. A system according to claim 13, further comprising atechnician dispatch module communicating with the communications networkand dispatching the work order information to the technician.
 15. Acomputer program product for proactively maintaining a telephone system,comprising: a computer-readable medium; and a module stored on themedium, the module acquiring information over a communications network,wherein the acquired information is used to predict proactivemaintenance, and the predicted proactive maintenance is merged with apending service order information to generate work order informationdescribing the predicted proactive maintenance and the merged pendingservice order information; and wherein the work order information isdispatched to a field technician, and the technician automatically andremotely updates the work order information with completed service orderinformation.